What wholesale buyers actually want from your self-service portal — and where most portals fail.

What's Inside

• Top barrier to portal adoption: 67% of surveyed buyers cite pricing accuracy as the primary reason they do not trust and use supplier self-service portals
• The customer service call volume breakdown: what types of inquiries buyers report making to customer service that they would prefer to resolve through self-service
• Hierarchy complexity: how buying group administrators and branch-level buyers describe unmet needs in current portal experiences related to account visibility and purchasing authority
• Invoice and payment self-service: 78% of respondents report manually requesting invoice copies at least monthly — the self-service feature most buyers say would have the highest impact on their operational efficiency
• Order status trust: the specific accuracy gap (how many hours behind the ERP the portal typically is) at which buyers stop trusting portal data and call customer service instead
• Reorder friction: how buyers describe current reorder workflows and what self-service capability would reduce reorder-related CS contacts